The onus is on companies to protect their valuable customer information from data breaches. Unfortunately, ingenious fraudsters have found ways to circumvent traditional security questions in contact centres, often using the questions themselves as a means of gaining access to data. That’s why many companies are either moving to voice authentication as a means of security or considering it.

Biometric security measures have been around for some time, but financial institutions and other industries that retain customer data have been slow on the uptake in rolling this out as a contact centre feature.